Call centers utilize technologies like SIP, VoIP and PRI to receive and process large volumes of calls as efficiently as possible. Call center technologies have advanced but has user experience?
Automatic Call Distribution (ACD):
How it works:
Call centers need to manage a large and somewhat unpredictable number of calls. ACDs are function of a PBX and manage the incoming call flow. They help reduce the time a call stays in queue, send callers to the most appropriate department and evenly distribute the number of calls to the available service reps.
Your call is answered in a reasonable amount of time by a representative that hasn’t been overworked.
How it works:
Entire calls are recorded digitally. Recorded calls are organized by date and time and can be accessed for training, legal and other purposes.
The representative handing your call is going to be on his or her best behavior and you’re going to lose any argument if you try to reverse a previously recorded statement.
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How it’s supposed to work:
Screen pops are derived from the use ANI and DNIS technology. ANI is Automatic Number Identification, or Caller ID, and helps identify the calling party. DNIS stands for Dialed Number Identification Service and can determine what number was dialed. Screen pops are a result of Computer Telephony Integration and supply the service rep information like your account number, calling location and other account details.
What really happens:
You call in and enter your account number, the last four digits of your SSN, choose from a menu of service and department options… and the person who answers acts like they stumbled upon your call and asks you to repeat everything. Either the technology doesn’t always work or its purpose is defeated by privacy laws and distrusting customer service reps.
Voice recognition software replaces keypad selections in Interactive Voice Response (IVR) systems. This technology is meant to reduce the cost of handling customer calls and make automated call management seem more natural.
The IVR doesn’t correctly interpret your spoken word; you become frustrated and swear at your phone before pushing zero to speak to a live representative.